Support Specialist

Virginia Commonwealth University•Richmond, VA

5d•Hybrid

About The Position

Technology Support Services is seeking a Support Specialist to join our IT Support Center. If you thrive in a fast-paced environment and are passionate about delivering exceptional IT support to students, faculty, and staff, we encourage you to apply. Virginia Commonwealth University (VCU) Technology Services is the central IT organization powering the academic, research, and administrative missions of a major public research university. We deliver scalable, secure, and innovative technology solutions to the entire VCU community — 24 hours a day, 7 days a week, 365 days a year.

Requirements

1-2 years minimum experience in IT support and/or customer service role or demonstrated proficiency in the skills required for the position
Working knowledge of multiple Operating Systems (i.e. Windows and Apple)
Working knowledge of commonly used software such as Microsoft Office, Slack, Firefox, Chrome, etc.
Working knowledge in computing and network technologies
Ability to communicate clearly, effectively, and professionally
Ability to independently research solutions to technical issues using available resources
Available to work between 8:00am and 6:00pm
Demonstrated ability to work in and foster an environment of respect, professionalism and civility with a population of faculty, staff, and students from all backgrounds and experiences, or a commitment to do so as a staff member at VCU.

Nice To Haves

AAS degree in Information Systems, Computer Science or a related field
Experience using a help desk ticketing system (Cherwell, ServiceNow, etc.)
Has achieved, or is pursuing, relevant technology certifications (e.g. CompTIA A+, HDI, Microsoft, Apple, Cisco, etc.)

Responsibilities

This position is the first point of contact for customers (students, faculty, staff, affiliates, parents, etc.) seeking solutions for their incidents and service requests via phone, email or at the walk-up counter.
By asking appropriate questions, using personal experience, technical knowledge, service desk knowledge base, problem-solving skills, advice from department colleagues, and information from other reliable sources, support specialists will provide a full range of technical assistance and troubleshooting to diagnose and resolve customer issues.
The support specialist should have excellent interpersonal and communication skills and be a highly detail oriented and analytical individual to accurately capture customer interactions and escalate issues that extend beyond Tier I span of control.